WNS - Group Manager - Transactional Quality

Role: Team Manager.

Shift: Evening shift (4pm-1am).

Mode of work: 5 days WFO.

- Ensuring that the monitoring assigned accounts.

- Meeting the client SLAs for the assigned accounts and ensuring client satisfaction.

- Each of his team (QAs) reporting to him achieves his targeted objectives with respect to Customer Delight and Service Levels.

- Working on reports and Performance presentations.

- Taking care of escalations', attending weekly call, Allocation of quality work.

- Leading the client calls from quality assurance standpoint.

- Staff Motivation, Goal setting, Performance appraisal of team members and counselling for performance and capability building in conformance with goals.

- Management and coordination of operations, quality and general administration of the assigned processes.

- Manpower planning and appraisal discussions with the team.

- Independent decisions from account perspective.

- Identify new ideas to improve.

- Drive Six sigma projects, Ideation drive, QMS & client calls.